Job Summary
The Lead Tier 2 Collections Analyst is responsible for guiding a team of Tier 2 Collections Analysts, while also providing support to Tier 1 analysts. This role involves managing account portfolios, mentoring team members, overseeing escalations, and ensuring adherence to collections policies and procedures.
Responsibilities
- Oversee the management of account portfolios and support the Tier 1 analysts.
- Coach and mentor team members to enhance their performance.
- Manage escalations and ensure effective resolution of issues.
- Establish and monitor both financial and operational targets.
- Maintain strong relationships with clients to ensure satisfaction.
- Collaborate with global and internal teams to drive process improvements.
Qualifications
- Minimum 10 years of experience in the collections field, with at least 5 years in a supervisory capacity.
- Proven experience in managing service-level agreements (SLAs) and key performance indicators (KPIs).
- Familiarity with ERP or collections platforms, such as Oracle.
- Bachelor’s degree in accounting, finance, or a related discipline.
- Strong abilities in accounting, customer service, and communication.
- Effective team leadership and proficiency in Microsoft Office applications.
WTW provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
